Quote:
Originally Posted by arcamalpha2004
"Virgin Media has been accused of misleading potential customers after a Financial Mail reader turned detective when his broadband download speed slowed to a crawl.
The customer from Tonbridge in Kent took action after his internet access became no faster than dial-up services.
A long exchange of emails with technical support failed to solve his problems.
After telephoning Virgin Media sales staff to cross-examine them with a series of pointed questions ,he discovered the company was deliberately choking off his service because he was a heavy internet user.
The events organiser said;" I was furious when I discovered this because the service is billed as " unlimited ".
" In order to find the " Fair use policy " you have to go to (through) nine web pages."
Virgin Media admits it slows the speed of the five per cent of its heaviest users, but the company told the customer there is a cap of five gigabytes-around eight hours of using BBCi player.
"What really infuriated me was how hard it was to dig up information." He said. " Time and again I was given false or misleading Data."
Virgin Media said some of the customers problems were due to faults.
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Without seeing the link it’s a bit hard to comment. But from the way I was treated and the false information I had to go through I know how this VM customer felt. From what I experienced the whole system is geared up to treat you like a complete dunce, to slow down the information you need to get to grips with what the real problem is.
Then after that when you find out what the disruption/fault is yet another tennis match to get it sorted.
I have been on a few customer satisfaction training sessions myself. The main objective is to "Delight" your customer. In my opinion VM will never reach that.